25-09-2008 | EXPIRA LA 01-10-2008
Job expirat
- Manage Front Office team to achieve all KPIs
- Improve customer delight to achieve targeted survey.
- Create a climate of high morale for Team Leaders and Technical Support Agents.
- Develop and implement a training plan to increase the product knowledge and technical skills of the team.
- Drive initiatives and strategies which improve the team’s success and minimize any inhibitors to the team’s operational model.
- Support initiatives to achieve continued improvement in the delivery of services to our customers and to drive improvements in satisfaction targets
- Proactively drive process improvements which deliver improved KPI performance of Call screening, L1 support teams.
- Maintain a good working relationship with other teams
- Manage headcount to continuously maintain operational performance excellence.
- Continually assess and review team operations and performance, following up on areas for improvement.
- Monitor team resource to ensure maximum availability and productivity.
- Ensure that team operations are in line with latest procedures.
- Implement any changes in procedures swiftly and smoothly.
- Take control and follow up on any out-of-line situations, service request analysis requests and customer incidents.
- Strong management & leadership skills
- Good understanding of the strategy & knowledge of KPI’s and able to deliver high quality staff work
- Top performer in current role
- Proven track record in service delivery management
- Ability to lead and motivate a large team of Technical Support Agents to excellent operational results
- Advanced knowledges of english and italian
CGS Incorporated is a leader on the romanian Contact Center market and one of the biggest companies of its kind in the world.
www.cgsinc.com / www.cgsinc.ro
